Navigate Objections with Confidence - Pauriccarroll/Linear-Algebra-Refresher-Udacity GitHub Wiki

Learning Objectives:

  • Recognise an objection.
  • Learn more about your customer by digging into their objectives.
  • Use the 3D Framework to pivot conversations towards the value Google can provide, which addresses their objections

Course Overview:

Navigate objections with Confidence.

  • A universal framework for navigating objections.
  • Practise the framework. Practise: Engage your customer.

A Universal framework for navigating objections:

Every seller comes up against customer objections. Great sellers, however, understand that objections are opportunities to discover the "why" behind objections, diffuse them with confidence, and deliver a solution that helps customers achieve their business objectives.

Objection handling is key to engaging your customer and being a competitive seller. When you're able to handle objections with confidence, your customer is more likely to view you as a trusted advisor.

In this module, you’ll learn how to:

  1. Recognise an objection
  2. Learn more about your customer through the process of digging into their objection
  3. Use a framework to pivot conversations towards the value Google can provide for their business objectives.

The 3D Framework for objection handling:

The framework uses a simple, three-step process:

  1. Discover
  2. Diffuse
  3. Deliver

Discover the root of the objection:

Roberto should take the time to figure out why Claire is objecting if he wants to move forward in a mutually beneficial way. To do this, he should ask open-ended questions, even if he thinks he already knows the answer. He should aim to figure out how the objection connects to Claire's business objectives and emotional motivations.

  1. Let’s revisit your business objectives. How have they changed since we last spoke?
  2. In these situations, I like to make sure you have all the correct information. What questions and concerns do you have, about our product vs Facebook's?
  3. Help me understand the reasoning behind your decision so we can make sure we are not missing an opportunity for you to achieve your objectives.

Root Causes of Objections:

  1. I don't know.
  2. I don't believe.
  3. I don't want to change.

Diffuse the objection:

This step is about showing the customer, agency, or partner that you’re on their side. "Diffuse" in this context means pulling the objection apart to dissipate its power and allow stakeholders to come to an agreement. Remember: Don’t give in to a stress reaction when you hear an objection. Instead, flip it to "humble curiosity" and ask your customer questions.

Diffuse with empathy: He can show empathy by saying he understands how she feels. He can then build an emotional connection by telling a story about how a different customer in a similar situation felt. Finally, he can close the story by sharing the insights that the customer found after trying his recommendation.

Feel: I understand how you feel. Felt: Other clients have felt that [objection] was a problem. Found: But what they have found is [solution]

Resources

Ask, Listen, Dig Deeper here